Reporting to the Chief Operating Officer of Yale Medicine, the Senior Director of Access (SDA) provides leadership in, and is accountable for, the development, advancement and growth of a centralized Patient Access Services (PAS). With oversight across ambulatory scheduling, referral management, care coordination, Capacity and Performance Management, the position is charged to create and support exceptional patient access and service, faculty, staff satisfaction and referring physician satisfaction, growth and volume management, technology advancement, and strong financial performance. The Senior Director delivers results against a defined scope of work that includes measurable return on investment, strategic innovation and human capital development. The position leads the PAS team to achieve superior performance in customer service, at a level that exceeds patient and provider expectations and is consistent with the mission and strategic goals of Yale Medicine. Working closely with senior leadership, the Yale Medicine Board, operational leaders and other strategic internal and external business partners across the enterprise, the position works to ensure optimal patient access strategies are developed, implemented, and sustained to support seamless patient service across the Yale Medicine care continuum.
Posting Position Title: Director, Patient Access
University Job Title: Sr. Director, Patient Access
Work Week: Standard (M-F equal number of hours per day)
Required Skill/ability 1: In-depth understanding of Call Center technologies such as CRM, CTI, IVR, ACD, VoIP, Knowledge Management, Workforce Planning, and Performance Tracking Systems.
Required Skill/ability 2: Strong interpersonal and communication skills with the demonstrated ability to gain the confidence, respect and trust of faculty, senior executives and direct/indirect reports.
Required Skill/ability 3: Outstanding problem solving, organizational, communication, time management and analytical skills; ability to organize, coach and lead a team deploying change under aggressive timelines and within budget. Lead change by effectively building commitment and winning support for initiatives.
Required Skill/ability 4: Exceptional patient focus and strong professional acumen with an ability to demonstrate genuine concern for patients and patient experience. Skill in leading for continuous improvement.
Required Skill/ability 5: Expert level proficiency with standard computer software programs such as Microsoft Excel, PowerPoint and Project.
Preferred Education, Experience and Skills: 1. Experience in a complex environment such as an academic medical center or large integrated health system. 2. Experience with appointment scheduling processes in EPIC & Cadence. 3. Experience leading & implementing innovative quality, safety, & performance improvement to achieve superior clinical quality, patient experience & employee engagement levels.
Required Licenses Or Certifications:
Minimum requirement of Bachelor's Degree in Health Care or Business Management or related field and six years of directly related experience or an equivalent combination of education and experience.
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.